Service Management Analyst

2 weeks ago

Canberra, Australia Davidson Group Services Full time

**About the Company**

Our client is a large multinational Systems Integrator, which is a leading global information technology company that specialises in developing high-performance solutions with a focus on security.

**About the Role**

The role involves overseeing, facilitating, and administering ITIL-based service support and technical account management for incident ownership and customer account management on a 24x7 basis. The primary responsibilities include managing and overseeing service delivery processes such as incident management, Major Incident Management, problem management, request management, change management, and service level management. Additionally, the position requires coordinating resources, managing customers, resolving technical disputes, and communicating with stakeholders at various levels during services engagements from tactical (incident based) to strategic.

**About You**

This person is responsible for serving as the primary point of contact for process-related inquiries and facilitating process-related meetings. They ensure that contractual service support requirements are effectively managed and coordinate problem-solving efforts among support teams. The individual collaborates with other team members to ensure consistent delivery, presents operational reports to customers, and facilitates standard processes. They also compile and analyse data related to service level compliance, provide training and mentoring to functional teams, conduct workshops, and review trend analysis to eliminate recurring issues. Lastly, they work closely with Service Delivery Managers to monitor SLA performance.

**To be successful you will need**

**To Apply

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